Senior Vehicle Diagnostics & Remote Support Engineer

International; Nevada; On-site; USD 70,000 - 104,000; Full time

Job summary

International Motors USA is seeking a Senior Technical Support Analyst to provide expert diagnostic and repair support for our dealer network and approved customers across Powertrain, Chassis/ Electrical, and Vehicle Programming. You will handle cases via phone, email, and remote sessions, document findings, and escalate complex issues to Tier 2 when needed.

You will work with cross-functional teams to improve service information, repair guidance, and training materials, while traveling onsite

Qualifications

• Bachelor's degree or higher with related field experience.
• Master's degree with no experience is acceptable.
• At least 3 years in field service engineering, automotive service or truck service.

Responsibilities

• Provide diagnostic and repair support for highly technical vehicle issues.
• Respond to support requests via case files, phone, email or chat, including remote sessions.
• Troubleshoot mechanical, electrical, electronic, software, programming, or system integration concerns and recommend actions.
• Document interactions, findings, repair direction, and issues in the case management system.
• Escalate complex issues to Tier 2 support or internal stakeholders as needed.
• Identify emerging product trends and communicate gaps to improve diagnostics and repairs.
• Provide feedback to publications, training, and service tools for improvement.
• Support continuous improvements to reduce case volume and improve dealer experience.
• Maintain up-to-date technical knowledge through training and product updates.
• Travel onsite for training or support as needed.

Skills

Module programming

Service software

Windows administration

Remote support tools

Diagnostic applications

Truck diagnostics

CRM / ticketing systems

Customer service

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Field service experience

Tools

CRM systems

Case management systems

Diagnostic tools

Job description

International Motors USA is seeking a Senior Technical Support Analyst to provide expert diagnostic and repair support for our dealer network and approved customers across Powertrain, Chassis/ Electrical, and Vehicle Programming. You will handle cases via phone, email, and remote sessions, document findings, and escalate complex issues to Tier 2 when needed.

You will work with cross-functional teams to improve service information, repair guidance, and training materials, while traveling onsite